POS Support Engineer

  • Adyen
  • Amsterdam, Netherlands
  • Jun 05, 2018
Full time Developer PHP

Job Description

At Adyen our people are our greatest asset. Our unique company culture attracts the smartest people, who take initiative & ownership and can truly contribute to our fast growth. We believe that people reach the utmost if we give them freedom, opportunities and responsibility to build Adyen. Our culture is very informal and direct. We talk straight without being rude. We are extremely customer centric. We believe in teamwork, and don’t like egos and hierarchy. When taking a decision we take them quickly but always involve others to further improve. We provide each other regular informal feedback and let everyone design their own growth path. 

About the Role

Adyen's commitment to creating the best possible customer experience is unparalleled in our industry, and our Support team stands at the center of that commitment. Whether you are providing emergency technical support, reconfiguring a merchant’s settings, or optimizing internal processes to be more scalable or efficient, everything you do will be geared toward creating the best possible merchant experience. As a Support Engineer, you believe in the power of smart processes, love interacting with people both inside and outside the company, and are a single-minded advocate for our merchants.

Responsibilities

  • Customer Support: Serve as the first line of support for merchants through phone, email, and web-based ticket systems. Learn on the fly, diagnose problems quickly, and develop your skills to support an expanding team.
  • Process Optimization: Drive the ongoing evaluation of support-related processes and procedures to ensure that customer support at Adyen is both effective and scalable.
  • Analysis: Leverage support-related data from a variety of sources to identify and address opportunities for improvement.
  • Knowledge Management: Be a key contributor to the company’s efforts to manage both internal and client-facing documentation, with a focus on scalable knowledge management practices.
  • Collaboration: Work with individuals and teams across the organization to ensure the best possible merchant experience.
  • Feedback: Serve as a feedback loop for the organization, gathering merchant feedback, evaluating the evolution of merchant needs, and communicating these to product and management personnel. 

Qualifications

  • Motivation: Inspired by the potential for innovation in the payments space, and passionate in his/her drive to push boundaries and create value.
  • Language: fluent in English, additional language(s) are highly valued.
  • Education: College degree and background in customer service (or relevant experience)
  • Experience: At least 1 year of experience in a B2B customer service setting. Familiarity with and experience in managing relationships and expectations and basic project planning/management.
  • Flexibility: Previous exposure to environments rich in uncertainty and a resulting track record of successfully dealing with ambiguity. Comfortable producing quick results in a 24/7 environment.
  • Communication: Solid interpersonal skills and the ability to develop strong working relationships throughout the organization.
  • Global Perspective: Ability to interfacing seamlessly with a global, multicultural team (excellent collaboration skills, culturally sensitive, adjusts his or her communication style to audiences).
  • Technical: Affinity with internet technologies and knowledge of customer relations technical processes is a plus (such as SQL / HTML / Javascript / PHP).